Complaints Officer; Temporary

Position: Complaints Officer (Temporary)
We are recruiting on behalf of a large, customer-focused housing organisation for a Customer Resolution Advisor to join their specialist complaints team. This is a fantastic opportunity for someone who thrives in a fast-paced, customer-centric environment and enjoys taking ownership of complex issues from start to finish.

The Role

You will be responsible for managing and resolving customer complaints, ensuring they are handled fairly, professionally and in line with regulatory standards. You will own each case from initial contact through to final resolution, working closely with internal teams and external bodies to achieve the best outcome for customers.

You’ll also play a key role in identifying trends and root causes, helping the business improve services and reduce repeat issues.

Key Responsibilities

* Manage a caseload of complaints, ensuring responses are issued within agreed timescales

* Act as the main point of contact for customers throughout the complaints process

* Investigate complex cases and identify fair, proportionate and effective resolutions

* Communicate clearly and empathetically with customers by phone and in writing

* Work collaboratively with internal teams to resolve issues at the earliest opportunity

* Ensure all actions, decisions and outcomes are accurately recorded

* Apply compensation consistently and in line with policy and regulatory guidance

* Support responses to external referrals such as the Housing Ombudsman

* Identify trends, root causes and improvement opportunities from complaint data

* Contribute to customer feedback reporting and “lessons learned” activity

What We’re Looking For

You’ll ideally have:

* Experience in a customer service or complaints handling environment within social housing

* A proven ability to investigate issues and reach fair, balanced decisions

* Experience dealing with customers in challenging or sensitive situations

* Strong written and verbal communication skills

* The ability to manage a busy workload and meet deadlines

* Confidence working to policies, procedures and quality standards

* Good IT skills, including Microsoft Word, Outlook and Excel

Experience with in housing, social housing, or a regulated complaints environment (such as financial services, utilities, local authority or similar) would be essential